Telephone Techniques: Taking Calls
Learning objectives
- Demonstrate professionalism, empathy, and active listening throughout the call process
- Confidently manage hold situations, including asking permission, setting expectations, and returning to the caller courteously
- Apply company-specific knowledge and policies to answer questions accurately or transfer calls effectively
- Follow proper in-office phone etiquette, including avoiding speakerphone disruptions and maintaining privacy
Course overview
Taking a phone call at work might seem simple. After all, you probably take phone calls in your daily life and muddle through just fine, right? But, these days, people don't actually make as many calls as they used to, with texting and video chatting in the mix. Or maybe you just have phone phobia when it comes to a professional setting. No matter what your situation is, there are some tips that can help you to be a better call-taker at work. That's what we'll cover in this course. We'll go over how to speak courteously, and we'll discuss what not to say. We'll also touch on staying informed on your business and how to actively listen.
The individuals involved in the development and promotion of this course do not receive any compensation or financial benefits outside of their regular employment for their work on this course.
- 10 minutes
- Format: Video
- Tier: 1
- Course ID: 8384
English
- Professional Language & Voice Control
- Using Company Knowledge & Policies
- Transfers That Build Confidence
- Putting People on Hold
- Taking Messages That Move Work Forward
- In-Office Etiquette & Privacy Basics
- Closing the Call With Confidence